-When are Draft Orders Created and How to Adjust Them

This article summarizes why and when draft orders are created and the steps associated with adjusting them.

Draft Orders are created when a customer submits an RMA for an Exchange or Warranty. Draft orders are created initially when a customer selects “Finish” in the Returns Center or when selecting “Submit” if you manually create the RMA through Originate. A draft order contains the item(s) that a customer wants in exchange for an item being returned. They can be accessed through ReturnLogic (using a provided link) and in Shopify (listed under orders> drafts).
In ReturnLogic, a draft order can be accessed through the RMA items page in Originate.

Locating Draft Orders

Accessing Draft Orders in ReturnLogic

1. Expand the Store menu, located on the right side of the page.

2. Click on View (next to Draft Order). This is the link that will open the draft order associated with the RMA in Shopify.

store draft


Accessing Draft Orders in Shopify

1. Click on Orders in the side menu and then select Drafts.

2. Your draft orders can all be located here. In the notes section of Shopify, it will list the corresponding RMA# and the original order#. You can copy and paste the RMA# into the originate search bar to locate the RMA in ReturnLogic.

draftorder


Adjusting RMAs and Draft Orders

How to Adjust an RMA (Exchange or Credit) into a Refund and Remove the Draft Order

Do you need to change an exchange or credit into a Refund?

Please take note, if the item has already been "Processed", you will not be able to do this. Once "Processed" is clicked, the return is finalized.

  1. Navigate to the Originate Module or Click Here.
  2. Type the RMA search criteria into the Search Returns field or find it in the RMA list.
  3. Click on the RMA number or the magnifying glass for the RMA you want to adjust.
  4. Once the RMA is produced in Originate, click on Actions and select Adjust Return.   
rmaR4

5. The screen will update and "Originate - Adjust RMA" will appear in the left corner.

6. Click on Return Reason and select Refund.   

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7. Click on Actions and select Save.

8. Please note, the following step will not apply if the original RMA was NOT an exchange.         A new window will appear.  Select Remove Draft. Since there will no longer be an exchange, the draft order is not necessary.     

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9. Click on Approved.   

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    10. Finish the refund by clicking Process.

How to Adjust an RMA that is currently a Refund, Credit or Exchange into an Warranty and Create a Draft Order?

Delete it.

As of right now, you will need to delete the item and create a new RMA:

Follow these steps:

1. Open the RMA in Originate and take note on what item will be adjusted into a warranty return. In the example below, the kitty Chrysalis is currently an exchange. This is what we will be adjusting into a warranty.

2. Open the order in Shopify by clicking on View. This has the information needed to create a new RMA for the customer (email address and/ or order number). Keep this window open. You will need to go back to it later.

warranty

3. Return back to RL Originate and continue with the following steps.

4. If there is more than one item listed in the RMA, delete just the item being adjusted into a warranty. To do this: Click on Actions and select Adjust Return.

adjust to warranty

5. Click on Remove and then select Save (listed in the Actions Menu). If you are removing an exchange item, you may need to remove the draft order associated with it.

remove draft

6. If there is only one item listed on the RMA, click on Actions and select Delete RMA.

delete rma 1

7. Click on Delete to confirm.

dlete

8. In Shopify, copy the order number associated with the deleted item or RMA.

9. Return back to RL Originate and click on Create RMA.

create rma

10. Type the Order number into the text field and click on the the order number that appears below the text filed.

new rma

11. Click on Select.

select

12. Locate the item that is under warranty and check the box. Click on Warranty listed in the Return Type menu and select a Return Reason. The Comment box is optional.

item selection

13. Scroll down to the bottom of the page and click Continue.

14. Select the Shipping Type and click Continue.

15. Review and Submit. A draft order will be automatically created.

submit

How to Adjust an RMA that is currently a Refund, Credit or Warranty into an Exchange and Create a Draft Order?

Do you need to change a refund, warranty or credit into an exchange?

Please take note, if the item has already been "Processed", you will not be able to do this. Once "Processed" is clicked, the return is finalized.

  1. Navigate to the Originate Module.
  2. Type the RMA search criteria into Search Returns or locate the RMA in the RMA List.
  3. Click on the RMA number or the magnifying glass for the return you want to adjust.
  4. If the RMA was originally a warranty, you will need to copy the draft order number.

5. Once the RMA is produced in Originate, click on Actions and select Adjust Return

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6. The screen will update and "Originate - Adjust RMA" will appear in the left corner.

7. Click on Return Reason and select Exchange.

8. This will begin the process of starting a draft order in Shopify.

9. Click on Create Draft Order in the right corner. 

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10. Click Actions and select Save.

11. Once a draft order is created, the button will change to a order number.     

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12. Click on View. This will open the order in Shopify.

13. In Shopify, click on Browse Products and select or type the product # that will be sent to the customer in exchange.

14. Click Add to Order. (It's at the bottom of the screen)

15. Click on Save at the top of the screen. 

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16. Go back into Originate and click on the  Approved button.

17. Next to "Draft Order", above the numbers column, click Apply Discount

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18. If adjustments need to be made to the shipping costs or any discounts, it can be done now.  The "Exchange Discount" and the "Difference" will be displayed at the bottom of the screen, as shown above (circled in green).

19. Finish the exchange by clicking Process and then clicking Yes, to mark the RMA as completed.